Jokabet Casino - Player’s account has been closed.

I self excluded from this site a few weeks ago as seen reviews that they aren’t registered for uk players. I’m from uk. It’s under the terms and conditions that uk players won’t be allowed to play for real money.  See attached 

On the 27th March I was allowed to deposit £5065 but even more came out my account all under different names on the account. I was then due £650 in cashback. Then was just removed without any notice and disappeared. I also had £2000 at one point then went down to £500 without me playing any games 

I’ve contacted them several times with no reply and they have now suspended my account. 

I would like refunded this money due a breach of there terms and conditions. Also they haven’t fulfilled there responsible gambling as I self excluded a couple of weeks ago via live chat service but then was allowed to make a brand new account with exact same details used to create account

Dear markmcgee89,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Jokabet Casino.

First of all, we do not mediate complaints from players who are able to register and play despite being from a restricted country. We believe that it is the casino's responsibility to implement software checks that prevent players from restricted jurisdictions from accessing their website. If a casino allows a player from a restricted country to play due to the absence of such checks, it should acknowledge this as its mistake and honor any winnings, provided the player has not violated any other rules. On the other hand, if a player from a restricted country deposits and loses, we believe they are not entitled to a refund, as they willingly engaged in play.

Regarding the issue with your missing funds, do you have any screenshots or evidence showing that your balance disappeared without you playing? If you suspect your account was hacked or compromised by a third party and your funds were stolen, this is a matter for the police and your bank to handle, rather than a mediator like us.

Lastly, could you please send me the chat transcript or screenshot of the self-exclusion request you made in this casino a few weeks ago at veronika.l@casino.guru? Did you specify the reason for why you wished to self-exclude?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear markmcgee89,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.